Desired Job Title
Operations ManagerSenior Operations ManagerService Delivery LeadProduct ManagerManagerWork Type
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On-SiteHybridRemoteLocation: Gurgaon
Open to relocation: Yes
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Ishan Chauhan
Gurgaon
Work Preference
Summary
Senior Operations Manager with 11+ years of experience scaling global governance and Trust & Safety operations across APAC. Proven track record of leading 120+ cross-cultural professionals and pioneering Generative AI Integration to automate workflows. Adept at cross-functional stakeholder alignment to drive business process optimization and engineer cross-regional SLA turnarounds from 90% to 98%
Overview
11
11
years of professional experience
Work History
Operations Manager
Bytedance
05.2021 - 08.2026
- Directed cross‑cultural teams of 150+ across international markets, ensuring seamless center integrations with zero downtime.
- Led change management initiatives, identifying organizational benefits, addressing resistance, and facilitating adoption of new strategies and OKRs.
- Coordinated execution of organizational design and headcount planning with cross‑functional stakeholders to strengthen global partnerships.
- Built cohesive teams, mentoring new hires and fostering well‑being to cultivate a high‑performance culture.
Quality Coach (Lead)
Bytedance
10.2020 - 05.2021
- Led and managed team of 20 quality analysts, optimizing scheduling and utilization to enhance operational efficiency.
- Acted as primary liaison with trust and safety managers, addressing process issues and managing escalations to ensure smooth operations.
- Mentored quality assurance staff through calibrations and shared best practices to foster continuous improvement.
- Mentored quality assurance staff, conducting calibrations and sharing best practices.
Quality Analyst
Bytedance
12.2019 - 09.2020
- Managed user and content reviewer case resolutions for Vigo video platform, ensuring strict compliance with quality standards.
- Spearheaded policy training feedback and calibration sessions for internal vendors and overseas moderation teams to enhance cross-functional alignment.
- Authored weekly business review metrics and root cause analysis reports while overseeing localized translation of global standard operating procedures.
- Executed time-sensitive special projects from conception to completion, aligning all deliverables with organizational goals and operational deadlines.
Senior Quality Analyst
Concentrix India
03.2017 - 11.2019
- Directed quality assurance framework for YouTube's scaled monetization support process at Google.
- Engineered standardized root cause analysis frameworks to improve bottom quartile performance management.
- Implemented proactive corrective and preventative actions to maintain critical business metrics.
- Spearheaded daily process and policy updates, ensuring 100% closure on communicated information.
Senior Business Development Executive
Easy Analytics Pvt. Ltd
12.2015 - 01.2016
- Executed comprehensive business development processes, fostering partnerships that contributed to revenue growth.
- Led sales and marketing initiatives for e-commerce platform justdakhila.com, enhancing brand visibility and customer engagement.
- Developed persuasive sales pitches targeting education professionals, including principals and owners.
- Compiled daily reports on client visits and activities, providing insights for strategic decision-making.
Education
PGDM (MBA) - Finance and Marketing
Management Education And Research Institute
New Delhi06-2016
Bachelor of Commerce (Honours) -
University of Delhi
Delhi06-2014
High school - Commerce
DL DAV Model School, Shalimar Bagh
New Delhi03-2011
Skills
- Change management
- Performance delivery
- Process improvement
- Workflow optimization
- Operational scalability
- Resource allocation
- Demand forecasting
- Business intelligence
- AI integration
- SLA compliance
Projects
- India Career Champion & Apprenticeship Framework: Spearheaded a site-level talent architecture and deployed 4 digital courses, executing development pipelines for 198 SME and 105 QA participants to standardize operational readiness.
- Trust & Safety Learning Influencer Initiative: Orchestrated a rotating network of cross-functional influencers to drive change management, continuous learning, and policy knowledge retention across decentralized teams.
- Project Assurance & Risk Mitigation: Directed business practice risk assessments covering 60+ content moderators and supervised 50,000+ internal audits to proactively safeguard cross-regional SLA benchmarks.
- Master Calibration & Variance Model: Engineered an optimized calibration framework and a standardized mathematical variance calculation methodology, reducing quality alignment gaps across regional business units.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Awards
- Leadership Excellence Award, 01/06/25
- Leadership Excellence Award, 01/12/23
- Special Business Award - Cooperation Icon, 01/06/22
- Captain Award, 01/04/22
- Outstanding Individual Award, 01/08/21
- Global Bytestyle Icon - Team Award, 01/10/21
- Bytestyle Award - Be Grounded and Courageous, 01/12/20
- WOW Award - Special Contribution Award, 01/12/19
Timeline
Operations Manager
Bytedance
05.2021 - 08.2026
Quality Coach (Lead)
Bytedance
10.2020 - 05.2021
Quality Analyst
Bytedance
12.2019 - 09.2020
Senior Quality Analyst
Concentrix India
03.2017 - 11.2019
Senior Business Development Executive
Easy Analytics Pvt. Ltd
12.2015 - 01.2016
PGDM (MBA) - Finance and Marketing
Management Education And Research Institute
Bachelor of Commerce (Honours) -
University of Delhi
High school - Commerce
DL DAV Model School, Shalimar Bagh